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43rd Efma Congress: Banking Transformation

29-30 October 2015 – Amsterdam

www.efma.com/congress15

After being devoted for many years to the distribution of financial products and services, the 43rd Congress will now be dedicated to the general transformation which the major financial institutions need to undergo in order to rise to the challenge of digitisation.

This event will be the culmination of a weeklong series of events, with the first two days devoted to our Innovation Summit www.efma.com/innovation15 and the third to our Awards Ceremony www.efma.com/InnovationsAwards15

Javier San Félix Head of Retail Banking & Deputy CEO Santander

Benny Higgins CEO Tesco Bank

UK

Alexey Marey CEO & Member of the Executive Board Alfa Bank Russia

Russian Federation

The main topics to be discussed will include: The new retail banking model The development of superior customer experience management skills Dealing with today’s multitude of compliance and regulation issues The skills, the training and the rewards people will require to run future successful banks Achieving the acceptable levels of operational efficiency and cost management to perform

Antonio Queiroz Global Head of Hello Bank & eMIB BNP Paribas

France

Suvrat Saigal Managing Director & Head of Global Retail National Bank of Abu Dhabi

UAE

Anthony Thomson Founder & Chairman Atom Bank

UK

Why should you attend this event? et concrete examples and learn from senior G professionals during the in-depth case studies of Hello Bank!, CheBanca! and Société Générale

Hear the latest research findings: . Omni-channel banking: The digital transformation

L earn from the best banking transformation professionals from the retail banking sector

. Operational Efficiency in Financial Services

roadmap, by Efma and Backbase Organizations, by Efma and Accenture . Retail banking in CEE: Future of back-office digitalization,

by Efma and Roland Berger

#EfmaCg15

29-30 October 2015 Amsterdam

THURSDAY 29 OCTOBER 2015

www.efma.com/congress15

Developing new retail banking models 8.15

9.00

9.25

10.10 10.20

Welcome coffee and registration Javier San Félix Head of Retail Banking & Deputy CEO Santander

Driving transformation in retail banking to regain customer trust Why retail banks really need to transform themselves and the ultimate goal of such a journey Omnichannel and customer centricity, two core concepts to drive change The role of corporate culture in making it happen E xtracting value from the local and global effort, our experience at Santander

CASE STUDY Antonio Queiroz Global Head of Hello Bank & eMIB BNP Paribas France

Hello bank! by BNP Paribas: the journey from banking to digital banking Launching a digital bank within a well-established banking group How are we doing after two and a half years and what have we learnt?

What new skills do bankers need to compete in the digital banking arena?

Questions and answers Coffee break and networking

10.50

Benny Higgins CEO Tesco Bank UK

Is competition in banking good for customers?

What constitutes healthy competition?

What will be the impact of so-called challenger banks?

How does Tesco Bank put customers first?

11.15

Anthony Thomson Founder & Chairman Atom Bank UK

Establishing a bank in the future Solving the customer-centricity, cost/income conundrum What is remote banking?

Mis-selling or mis-buying The cost of human capital

11.40

Paul Pester CEO TSB Bank UK

Creating a Challenger Bank: bringing more competition and better banking to UK consumers The retail banking market and the need for more competition Building TSB and creating Britain’s Challenger Bank Creating the right customer focus and culture TSB’s differentiated approach

12.05

Questions and answers

12.20

13.05

INTERACTIVE SESSION Joe Liddane Managing Director Setanta Performance International UK

Learning from each other and sharing experiences: success and failure in retail banking strategy and implementation

Lunch and networking #EfmaCg15

29-30 October 2015 Amsterdam

THURSDAY 29 OCTOBER 2015

www.efma.com/congress15

Customer centricity and people skills: part 1

14.30

Ken Burke Head of Business Banking Allied Irish Banks Ireland

Customer centricity and customer experience management at the heart of the new retail banking model

14.55

Alexey Marey CEO & Member of the Executive Board Alfa Bank Russia Russian Federation

The importance of people development and skills in the new retail banking model

STUDY PRESENTATION David Cordero Pérez Managing Director Accenture Spain

Operational Efficiency in Financial Services Organizations

15.20

15.45

Questions and answers

16.00

Coffee break and networking

16.30

Paul Liptrot Director, Global Cloud GTM Financial Services HP UK

IT Transformation: enabling the new style of banking IT Transformation on a very large scale: a case history Mapping business imperatives to key IT transformation areas Examples from HP references

16.55

Suvrat Saigal Managing Director & Head of Retail National Bank of Abu Dhabi UAE

Customer relationship management evolution in the ‘post branch world’ Analytics: moving from `ask’ to `infer’ Is digital a cost or a revenue play?

The changing role of human interaction

17.20

Ferenc Berszan Head of Small Business & Premium Banking Raiffeisen Bank International Austria

Transforming the retail banking model for a multi-country bank Background and challenges of operating in different markets: the RBI story Changes in customer behaviour and market conditions: comparison across different geographies Prioritising and transforming the retail banking model: evolution or revolution?

Main lessons and keys to future success

17.45

Markus Gremmel Division Head Marketing & Products BAWAG P.S.K. Austria

18.10

Questions and answers

18.25

End of day one

19.00 - 20.30

End-to-end redesign: transformation of a branch-based banking model N ew concepts for branches: transactions versus advisory S hift to digital: from transactions to services to sales P roducts: combine push and pull P artnering as value creator

Discover beautiful Amsterdam by boat Join us for a boat tour through the Amsterdam canals and have the opportunity to network with your peers while having a drink and snack.

The boat tour is free of charge for the 43rd Efma Congress participants and is hosted by Backbase. #EfmaCg15

29-30 October 2015 Amsterdam

FRIDAY 30 OCTOBER 2015

www.efma.com/congress15

Customer centricity and people skills: part 2 8.15

Welcome coffee and networking

9.00

Håkan Nordblad CEO Westra Wermlands Sparbank Sweden

Linking customer satisfaction to sales and profitability I s there a business case for having customer satisfaction as a key driver?

F inding the link between customer satisfaction and sales and profitability P ros and cons of living with customer satisfaction as a key driver

9.25

Nino Masurashvili Deputy General Director Retail Banking TBC Bank Georgia

Speech to be confirmed

09.50

Questions and answers

10.05

Coffee break and networking

10.35

Fady Obeid Head of Business Development Group Retail Banking Bank Audi Lebanon

Transforming the retail branch and operating model

11.00

CASE STUDY Alessandro D’Agata Sales Director CheBanca!

Italy

Improving productivity in a multichannel-native bank I ncreasing branch productivity • New ATM functions to free up time at the front-end • Monitoring inbound sales productivity • New service station to serve mass-market customers remotely A chieving contact centre effectiveness • Contact centre segmentation: results •O nline collaboration to serve premium customers: first results

11.45

STUDY PRESENTATION Frigyes Schannen Managing Director Roland Berger Hungary

Retail banking in CEE: Future of back-office digitalization

12.10

Questions and answers

12.25

12.50

13.15

STUDY PRESENTATION Jouk Pleiter CEO & Co-Founder Backbase Netherlands

INTERACTIVE SESSION Joe Liddane Managing Director Setanta Performance International UK

Omni-channel banking: The digital transformation roadmap Best practices in implementing the bank of tomorrow Strong focus on digital and mobile banking & the omnichannel customer journey Best practices in creating a true cross-channel digital bank How to create an outside-in customer experience architecture, putting your customer first Enabling e-business professionals to manage your digital bank, reducing IT dependencies Learning from best and worst practice, taking lessons back to our banks. What can we implement immediately and how?

Lunch #EfmaCg15

29-30 October 2015 Amsterdam

FRIDAY 30 OCTOBER 2015

Managing channel development and operational efficiency

14.40

www.efma.com/congress15

Klaas van der Laan SVP IT Rabobank Netherlands

Human error and continuity assurance W hy we make mistakes R ethinking human errors and the causes of IT failures H ow to protect ourselves and customers from negative impact

CASE STUDY Olivier Chédeville Director of Multichannel Strategy Société Générale France

Developing a new multichannel retail banking model that enhances the added value of human relationship in the digital world Developing a digital strategy based on a multichannel approach: how to measure its profitability Old channels, the future of new channels?

Old channels at the heart of social media strategy

15.50

Jocelyne Chahwan Assistant General Manager Head of Retail Banking Blom Bank Lebanon

Embracing a customer-centric model in retail banking How are we putting users at the centre of the product universe?

Innovative product development Embracing the new trend in the changing environment: social media as a lever Moving into the era of smart banking and reshuffling the branch concept

16.15

Questions and answers

16.30

Refreshments

17.00

End of the conference

15.05

#EfmaCg15

29-30 October 2015 Amsterdam

REGISTRATION FORM

43 rd EFMA CONGRESS: BANKING TRANSFORMATION 29-30 October 2015 – Amsterdam, Renaissance Hotel ATTENDEE’S INFORMATION Mrs.

Ms

Mr. / First name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Institution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VAT ID number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Twitter account @ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Assistant’s information (or person in charge of the registration) First name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Tel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

PRACTICAL INFORMATION DATES The 43rd Efma Congress will begin with a welcome coffee on Thursday 29 October 2015 at 8.15 and will end on Friday 30 October 2015 around 18.00.

LOCATION Renaissance Hotel Kattengat 1 1012 SZ Amsterdam, Netherlands Tel: +31 20 621 22 23 www.efma.com/renaissanceAmsterdam LANGUAGES All sessions will be held in English.

ACCOMMODATION Each participant must pay the cost of his or her accommodation directly to the hotel before departure. Rooms have been provisionally

blocked for the nights of Wednesday 28 and Tuesday 29 October 2015 at the Renaissance Amsterdam hotel. The cost of a single or double room per night is €199 and €219 for a double room (including breakfast, internet connection and VAT but excluding city tax).

An automatic confirmation will be sent by email within 24 hours after your registration.

In this email you will find a link to book your accommodation online. The hotel guarantees room availability and price until 13 September 2015. The hotel will automatically bill unoccupied rooms or late cancellations.

If you look for more affordable accommodation, we suggest the following hotels: – Park Plaza Victoria Amsterdam 4* – Crowne Plaza Amsterdam City Center 4* – ibis styles Amsterdam Central Station 3*

REGISTRATION The registration fee covers participation in the 43rd Efma Congress, documents, lunches and coffee breaks. Registration fees must be paid in full prior to the event. Efma reserves the right to refuse entry to any delegate who has not paid his or her invoice prior to the event. We welcome late-bookers, but credit card information must be provided.

CANCELLATION All cancellations must be received in writing.

A 20% cancellation fee will be charged for all cancellations received on or before Thursday 15 October 2015. The full fee will be charged for cancellations made after that date, as well as to delegates who are unable to attend on the day, unless a substitute delegate is provided.

Substitutions are accepted at any time.

SOCIAL NETWORKS

REGISTRATION FEE € 1,600 for representatives of Efma Members and Associate Members € 1,800 for representatives of Efma Business Partners € 2,400 for representatives of non-member institutions

@Efma_news

LinkedIn

Efma channel

Efma flickr

Efma app

VAT not applicable. All registrations are strictly individual.

PAYMENT By bank transfer to Efma Sarl bank account IBAN: FR 76 1027 8060 4700 0208 2420 111 BIC: CMCIFR2A Crédit Mutuel CCM PARIS 17 ETOILE, 30 Avenue Niel, F- 75017 Paris By credit card:

MasterCard

Visa

Card n° Expiry date DATE

SIGNATURE

American Express

Please send this registration form by email at registration@efma.com or fax +33 1 47 42 56 76 Efma l 8 rue Bayen l 75017 Paris l France l Tel: + 33 1 47 42 52 72 l Fax: + 3 3 1 47 42 56 76 l www.efma.com APE: 8230Z l VAT ID: FR 38 313 062 788 l Efma sarl company with registered capital of EUR 15,000 l RC Paris 313 062 788 In accordance with Article 27 of the law on the processing of personal data of 6.1.78, the information which you are requested to provide is necessary to enable us to process your registration and is intended for Efma’s services. You may access this information and request that it be rectified if necessary.